The payments and financial technology provider accelerated detection and resolution of issues, while reducing critical outages, and lowering support costs.
Fiserv, the Fortune 500 payments and financial technology provider, needed to streamline and automate its IT incident management process to detect and fix issues earlier and more quickly. The incident management workflow was complex, primarily because mergers and acquisitions over the years had made Fiserv’s IT environment very heterogeneous.
“The challenges we were facing were enormous,” IT Director Chris Kreps says.
Fiserv’s primary aims were to massively reduce the event noise generated by its monitoring tools, and to correlate critical alerts contextually and across teams into actionable incidents.
“The correlation and the noise reduction were the two key parameters,” says IT Architect Tony Wages.
Fiserv wanted to establish cross-team collaboration and eliminate silos when solving an incident, bringing together everyone with relevant involvement and expertise. Fiserv also wished to capture and recycle knowledge from resolved incidents, so it could be re-used when similar incidents occurred.
Ultimately, the goal was to accelerate detection and resolution of issues, while reducing critical outages, and lowering support costs, Kreps and Wages explain in this presentation at the Moogsoft User Conference 2019.
To accomplish all of this, Fiserv decided it needed to adopt an AIOps platform that could apply artificial intelligence and machine learning algorithms to its incident management process. After evaluating several options, it picked the Moogsoft AIOps Platform.
After defining workflow processes, Fiserv deployed Moogsoft in a full high-availability, distributed architecture inside a private AWS cloud. Moogsoft was set up to ingest data from the monitoring stack, including IBM’s Netcool, Broadcom’s DX Spectrum, Cisco’s AppDynamics, Splunk and OnSolve’s MIR3.
Fiserv established bi-directional integration between its ITSM tool BMC Remedy and Moogsoft, and also linked it with its CMDB for providing additional context and data enrichment to alerts, and with its notification systems.
“Everything feeds into Moogsoft,” Kreps sayd. “Moogsoft is the mother of all monitors, or MOM, as we call it.”
Indeed, that’s what Moogsoft has been designed to be: A real-time operational system of engagement for continuous service assurance in digitally-transformed businesses. Powered by 50+ AI algorithms, Moogsoft adds a critical layer of intelligence and integration between performance monitoring and ITSM systems.
It also provides a collaborative virtual workspace called Situation Room to resolve issues and capture remediation knowledge for diagnosing the probable root cause of future problems. Trusted by more than 140 enterprises with complex IT environments, Moogsoft is a unified platform for streamlining incident management and preventing costly outages.
No more tickets
With Moogsoft, Fiserv was able to slash its event noise, and correlate significant alerts into actionable situations. Before, Fiserv would assign a ticket to every alert, which created a constant stream of alerts that had to be dispatched, addressed, closed, and the like.
Now, Fiserv has eliminated tickets for alerts that are common problems. Instead, those alerts flow automatically into Moogsoft and surface as part of broader incidents made up of correlated alerts. These incidents are addressed by the appropriate mix of cross-team stakeholders in the Moogsoft Situation Room.
Formal tickets are reserved for truly critical and severe problems, and those are also handled within Moogsoft. As a result, Fiserv sees this achievement as almost “going ticketless” and tremendous improvement from its previous “one alert per ticket” method.
Moogsoft has also allowed Fiserv to capture knowledge about its resolved issues. Moogosoft uses that recycled knowledge to suggest probable root causes of future incidents.
Fiserv also generates reports and dashboards on Moogsoft for various types of users, including auditors.
The Fiserv IT staff has embraced Moogsoft, which often has almost 200 concurrent users at any given time, much more than any of the other tools.
Fiserv has also taken advantage of the Workflow Engine, which lets IT Ops and DevOps teams visually create automated workflows using a simple but powerful user interface. It provides a rich set of capabilities to trigger actions both within Moogsoft and to external systems for automated notifications, ticket creation, remediation, and other tasks.
“Moogsoft AIOps has worked extremely well for us,” Kreps says.